What are the responsibilities and job description for the NOC Manager position at Velocity, A Managed Solutions Company?
General Summary
Velocity is seeking to hire a NOC Manager. The NOC Manager is responsible for the leadership, performance, and continuous improvement of Velocity's 24/7/365 Network Operations Center (NOC). This role oversees daily operations, service delivery, workforce management, and operational performance across all NOC teams. The NOC Manager ensures the organization consistently meets service level commitments while maintaining operational excellence, customer satisfaction, and team development. This is a full-time opportunity reporting onsite in Holland, OH.
Primary Duties and Responsibilities
Operational Leadership
- Manage the overall operations of the 24/7/365 Network Operations Center.
- Ensure appropriate staffing, scheduling, and shift coverage.
- Lead and develop NOC Supervisors, Tier 1 Analysts, Tier 2 Engineers, and Escalation personnel.
- Conduct performance reviews, coaching sessions, and employee development planning.
Service Delivery & Performance Management
- Establish, monitor, and improve operational KPIs, SLAs, and service quality metrics.
- Develop and maintain SOPs, workflows, and best practices.
- Produce and present operational reports to executive leadership.
Incident & Escalation Oversight
- Provide leadership and oversight during major incidents and customer-impacting events.
- Coordinate cross-functional response efforts.
- Ensure timely communication during service-impacting incidents.
Continuous Improvement
- Identify operational inefficiencies and implement process improvements.
- Lead special projects and strategic initiatives.
Qualifications, Education and Experience
- Bachelor’s degree preferred or equivalent experience.
- Minimum 5 years of experience in NOC, IT Operations, or Technical Support.
- Minimum 3 years of leadership experience in a NOC, IT Operations, or related technical environment.
- Strong understanding of network operations, monitoring tools, and incident management processes.
- Experience developing and managing SLAs, SOPs, and operational metrics.
Why you’ll love working at Velocity
We are an energetic bunch — eager to succeed and have lots of company pride. We promote a collaborative work environment that prioritizes strengthening relationships with our customers and team members to achieve our goals.
As a growing technology solutions and services company, every team member at Velocity has the opportunity to make an impact as we challenge ourselves to provide the best technology and customer experiences in the business. We’re excited about what we do, why we do it, and who we do it for.
Diversity and Inclusion
Velocity is committed to diversity and inclusion and is dedicated to fostering a work environment where all team members are comfortable bringing their authentic selves to work and have equal opportunities to thrive. Our team members work collaboratively and draw inspiration from various perspectives and experiences that make each of us unique. This strengthens our connections with our team members, customers, and communities.
Our Values – Collaborative and Strong at the Core
- Customer-obsessed
- One team
- Do the right thing
- Let’s go!
Our Benefits
- Medical, Dental, Vision
- PTO & Paid Holidays
- Paid Sick Time
- 401K – with Employer Match
- Paid Parental Leave
- Company provided Life Insurance, Short/Long-Term Disability
- Supplemental Benefits Available
About Velocity MSC
Velocity started in 2005. Velocity's customer-obsessed approach, combined with its customized voice and data network solutions, and support services, enhances how multi-location enterprises communicate and do business. That’s why Velocity serves thousands of Fortune 500 companies across various industries. With over 500 employees, 13 redundant data centers, 450 carrier agreements, and 5,500 certified technicians throughout the U.S.— Velocity is an unstoppable force. To learn more, please visit https://velocitymsc.com/careers/.
Velocity is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. Velocity is an active participant with E-Verify.